Customer Service

Customer Care Excellence

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Today's consumers are sophisticated, well-informed and have high expectations of the services they want to receive. Companies that do not face up to these changes will lose market share.

The fifth edition of this title recognizes these trends and demonstrates, in a practical way, how to develop and sustain a customer-service focus. Emphasis is placed on the importance of the strategic aspects of customer care - gaining commitment, listening to customers, developing a customer-care ethos and staff motivation - in ensuring successful results.

The volume also explains how to deliver an excellent service at the front line, covering personal service, speed of delivery and service recovery.

Author: Sarah Cook
Published by: Kogan Page
ISBN 978-0-7494-5066-3
Price: £24.99 including carriage